Customer injustice and service employees' customer-oriented citizenship behavior : a social exchange perspective

James J. Lavelle, Deborah E. Rupp, David N. Herda, Joohan Lee

Year of publication:	2023
Authors:	Lavelle, James J. ; Rupp, Deborah E. ; Herda, David N. ; Lee, Joohan
Published in:	Journal of organizational behavior : OB ; the international journal of industrial, occupational and organizational psychology and behavior. - Chichester, Sussex : Wiley, ISSN 1099-1379, ZDB-ID 1501859-3. - Vol. 44.2023, 3, p. 421-440
Subject:	customer injustice \| customer mistreatment \| customer-oriented citizenship behavior \| organizational justice \| social exchange \| Beziehungsmarketing \| Relationship marketing \| Verhalten in Organisationen \| Organizational behaviour \| Arbeitsverhalten \| Work behaviour \| Austauschtheorie \| Social exchange theory \| Gerechtigkeit \| Justice \| Verkaufspersonal \| Salespeople \| Konsumentenverhalten \| Consumer behaviour \| Kundenzufriedenheit \| Customer satisfaction